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umahmood
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Message 1 of 11
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Regular disconnections after Superhub 4 fireware update

a week ago - last edited a week ago

Hi,

My broadband's suddenly started disconnecting around every 30 minutes or so since my Superhub 4's fireware was updated over 2 weeks ago, the same update which changed the modem mode light to a solid green.

The Superhub 4 is configured in Modem Mode, connected to a TP-Link Router. My desktop computer is connected to the router via ethernet and all other devices are connected via WiFi. The disconnections are experienced through both connections.

I've found that restarting both the router and Superhub 4 together will help avoid the disconnections happening as frequently for a short time, but within half a day it starts happening frequently again.

I don't really have any technical knowledge, so I'm unsure how to read any of the data provided by the router, but hopefully someone can help.

Set up a BQM, but won't be much to look at yet: https://www.thinkbroadband.com/broadband/monitoring/quality/share/f319743b4f34453e0009463b7cecfd6bce...

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umahmood
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Message 2 of 11
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Re: Regular disconnections after Superhub 4 fireware update

a week ago

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

5170750000-8.09999837.636276QAM2565
1138750000-6.70000137.355988QAM2561
2146750000-7.40000237.355988QAM2562
3154750000-7.59999837.636276QAM2563
4162750000-7.90000237.636276QAM2564
6178750000-8.70000137.355988QAM2566
7186750000-9.50000036.609653QAM2567
8194750000-9.40000237.355988QAM2568
9202750000-8.59999837.355988QAM2569
10210750000-8.79999937.355988QAM25610
11218750000-9.00000037.355988QAM25611
12226750000-8.90000236.609653QAM25612
13234750000-7.90000237.636276QAM25613
14242750000-7.29999937.636276QAM25614
15250750000-7.79999936.609653QAM25615
16258750000-7.50000037.355988QAM25616
17266750000-7.20000137.636276QAM25617
18274750000-7.29999937.355988QAM25618
19282750000-7.50000037.355988QAM25619
20290750000-7.59999836.609653QAM25620
21298750000-6.79999937.355988QAM25621
22306750000-7.09999836.609653QAM25622
23314750000-7.50000036.609653QAM25623
24322750000-8.00000036.386890QAM25624
25330750000-8.09999836.609653QAM25625
26338750000-8.29999936.609653QAM25626
27346750000-8.20000136.609653QAM25627
28354750000-8.40000236.386890QAM25628
29362750000-8.70000136.609653QAM25629
30370750000-9.09999836.609653QAM25630
31378750000-9.59999835.779911QAM25631



3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

5Locked37.63627600
1Locked37.35598800
2Locked37.35598800
3Locked37.63627600
4Locked37.63627600
6Locked37.35598800
7Locked36.60965300
8Locked37.35598800
9Locked37.35598800
10Locked37.35598800
11Locked37.35598800
12Locked36.60965300
13Locked37.63627600
14Locked37.63627600
15Locked36.60965300
16Locked37.35598800
17Locked37.63627600
18Locked37.35598800
19Locked37.35598800
20Locked36.60965300
21Locked37.35598800
22Locked36.60965300
23Locked36.60965300
24Locked36.38689000
25Locked36.60965300
26Locked36.60965300
27Locked36.60965300
28Locked36.38689000
29Locked36.60965300
30Locked36.60965300
31Locked35.77991100



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1840QAM1024759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked33-17.3582698347804
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umahmood
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Message 3 of 11
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Re: Regular disconnections after Superhub 4 fireware update

a week ago

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13010000045.5205995120 KSym/sec64QAM4
22360000044.5205995120 KSym/sec64QAM5
33660000046.0205995120 KSym/sec64QAM3
44310000047.0205995120 KSym/sec64QAM2
54960000047.5205995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_ATDMA0000
2US_TYPE_ATDMA0000
3US_TYPE_ATDMA0000
4US_TYPE_ATDMA0000
5US_TYPE_ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.049.22KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.920
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umahmood
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Message 4 of 11
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Re: Regular disconnections after Superhub 4 fireware update

a week ago

Network Log

Time Priority Description

Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		4DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Mar
10		6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
6CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Mar
6CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Client62
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Super solver
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Message 5 of 11
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Re: Regular disconnections after Superhub 4 fireware update

a week ago

From the stats the Downstream Power levels are almost all below the preferred range.

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legacy1
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Alessandro Volta
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Message 6 of 11
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Re: Regular disconnections after Superhub 4 fireware update

a week ago

I wonder if VM new firmware make the hub read power levers to make the hub go wrong so that so that they can be adjusted.

Your downstream is low but then it was low before the hub update so now its a problem...or is the firmware a problem and adjusting your levels will not fix a thing...
---------------------------------------------------------------

BQM, Test for outgoing ports and SSL/L2TP VPN test

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umahmood
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Message 7 of 11
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Re: Regular disconnections after Superhub 4 fireware update

a week ago

Is there anything that I can do about that?
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umahmood
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Message 8 of 11
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Re: Regular disconnections after Superhub 4 fireware update

a week ago

The firmware was updated a while ago, somewhere from 2-4 weeks ago but can't remember exactly. At first it wasn't disconnecting as frequently, but it's continiously gotten worse and worse to where it's now every 30 minutes or so.

Is there anything I can do about the low power levels downstream or does an engineer need to do it?
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legacy1
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Message 9 of 11
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Re: Regular disconnections after Superhub 4 fireware update

a week ago - last edited a week ago

engineer needs to do it.

Your BQM is red by the way

---------------------------------------------------------------

BQM, Test for outgoing ports and SSL/L2TP VPN test

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umahmood
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Message 10 of 11
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Re: Regular disconnections after Superhub 4 fireware update

a week ago

Ah, thank you. I'll try to get an engineer booked ASAP!

As for the BQM, I gave it another check and the IP address used for it is definitely correct with the modem on and all, so I'm not really sure how to fix that 🤔
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